Process answers the question: “what actions should we take to achieve our goals?” This page describes the established practices and processes within the Managed CSM team which help us achieve our goals of supporting our customers and enabling them to be successful, long-term partners.
<aside> 🌙 **Post Sales Handoff** This process occurs through both Salesforce and Vitally. Below is an overview of the process along with additional details about tooling automation that facilitates the process.
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<aside> 🧑💼 Account Management Activities & Expectations ****Post-sales we nurture customer relationships across the customer lifecycle, flag risk and expansion opportunities, deploy playbooks to impact adoption, increase and measure value, and work through internal blockers to success by serving as the owner of internal account
CSM - Account Management Activities
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<aside> 🎆 Deal Reviews Coming Soon
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<aside> 📈 Success Plans CSMs update account-level Success Plans in Vitally on a quarterly basis outlining their proactive plan for each customer.
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<aside> 🕧 **Renewal Process** Finance, CSMs, and Sales all play a key role in customer renewals. While the customer renewal is a single event, our teams are constantly assessing the health of our customers and taking corrective action as necessary.
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<aside> 🚨 Churn Retro Program ****The CSM team will run a retrospective of all customer churn above $150,000 ARR. This includes Full Churn and Partial Churn.
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<aside> 🫶 **TA to TA Handoff** At times accounts will transition between CSMs. When this is the case, the we follow this process to ensure a smooth, complete transition and hand-off.
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<aside> 🔍 Monthly Business Reviews At times accounts will transition between CSMs. When this is the case, the we follow this process to ensure a smooth, complete transition and hand-off.
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